J.D. Power: Low Satisfaction Score for U.S. Pay-TV Subs

Many cable TV subs in the U.S. are sticking with their services because switching providers is “too much hassle,” J.D. Power found in its latest satisfaction survey.

Restrictive contracts, limited provider availability in certain locations and the complexity of switching are keeping consumers tethered to services they are not thrilled with, according to the J.D. Power 2025 U.S. Television Service Provider Satisfaction Study. On a 1,000 score, cable ranks at just 531 in average satisfaction, while streaming is at 630.

“Cable TV providers have longer-standing customer relationships and more tenure than live TV streaming services,” said Carl Lepper, senior director of technology, media and telecom intelligence at J.D. Power. “Many customers choose cable because of bundled TV and internet offerings, an option that streaming providers typically don’t offer. In areas with limited internet provider availability, bundling becomes even more common. While live streaming services may offer greater flexibility and higher satisfaction, they also face higher turnover.”

The highest-ranked cable provider is Verizon Fios TV at 577, with Spectrum second and Xfinity third. In live TV, YouTube TV ranks highest—for the third consecutive time—at 649.